1win Casino - Player’s winnings are frozen due to verification issues.

ID account: 335255005

I made my first deposits, totaling about 1,000 USDT. I won and withdrew about 2,500 USDT in TRX. They didn't withdraw anything right away, so I contacted support and asked if they could email me. I wrote, and they said I needed verification. I followed the link, uploaded everything, and it said it wasn't accepted because the document's issuing location doesn't match my IP address. This makes sense, since I've been living in Russia for some time, but the document itself is from another country. I explained this, but they didn't care. They said I needed video verification. I thought, "WHY?" I provided all my personal information, including a screenshot confirming the deposit, my ID, and so on. Basically, they froze my money, and I can't withdraw anything from this casino.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which address and country of residence did you select when filling out your profile at this casino? Have you chosen Russia, since you’re currently living there?
• Do you have any official documents confirming your residence in Russia?
• Which document did you provide to the casino that shows a different country, and which country was it?
• Have you responded to the casino’s request to conduct a verification call with you? Please note that video calls are sometimes a standard part of the verification process, and it may be necessary to complete one in order to verify your account.
• What types of games did you play — slots, live casino games, or sports bets?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

1) I have not selected anything, registration country was based on my IP address, and its Russia

2) Sure, I Have, but they have not requested these docs

3) They have not even asked my address proof

4) I have responded to them, that I can proof anything without video, they are not responding 3 days already

5) Sports, Live and some slots

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Edwinho,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika